Call Center Executive

5 months ago

Delhi Delhi, India Azad Foundation Full time

A Call Centre Representative plays a crucial role as the first point of contact for customers seeking assistance or information. This role involves handling inbound and outbound calls, providing excellent service to customers - internal and external, resolving issues and ensuring stakeholder satisfaction.

**1. Handling Inbound and Outbound Calls & Mails**:

- Respond to incoming calls/mails promptly and professionally addressing customer inquiries, providing information, resolving issues efficiently and receiving bookings accurately.
- Record all duties, enquiries, complaints as per the company MIS
- Make outbound calls/mails/whatsapp texts to follow up on business development from retail customers, addressing customer concerns, follow up with drivers regarding duty allocations and any other concerns to ensure all duties happen efficiently.
- Make outbound calls/texts to riders to follow up on their scooty installment payments and keep a record of the same.

**2. Rostering Duties & Recording Sales**
- Ensure cab and chauffeur hire duties are rostered efficiently each day; accurate information is sent to all drivers and customers by 6pm for the next day.
- Handle any last-minute changes efficiently ensuring zero loss in business and record the same.
- Record all duties undertaken previous day and sales data by 11am each day.
- Follow up with drivers for submitting duty slips related to cash duties
- Follow up with drivers working on Uber platform to record daily sales

**3. Customer Service**:

- Ensure high-quality customer service by actively listening to customers, understanding their needs, and offering appropriate solutions or assistance.
- Handle complaints and difficult situations with empathy and professionalism, aiming for swift and satisfactory resolutions. Escalate any difficult issues to City Chief asap.

**4. Data Entry and Record Keeping**:

- Maintain daily records of duties undertaken, duties missed, sales, (mention all records here)
- Accurately enter and update customer information in the data base during and after each call.
- Maintain detailed records of interactions, transactions, comments, and complaints for future reference.

**5. Product/Service Knowledge**:

- Develop a comprehensive understanding of the products or services offered by the company to effectively address customer inquiries and provide accurate information.

**6. Adherence to Procedures**:

- Follow company policies and procedures regarding call handling, security measures, and confidentiality guidelines.
- Adhere to scripting and call flow protocols while maintaining a natural and friendly conversation tone.

**7. Team Collaboration**:

- Collaborate with team members and supervisors to improve processes, share best practices and contribute to a positive work environment.

**Skills and Qualifications**:
**Communication Skills**:Excellent verbal and written communication skills to interact effectively with customers and colleagues.

Customer Focus: Strong customer service orientation and the ability to handle various customer personalities and situations professionally.

Problem-Solving: Effective problem-solving skills to address customer concerns and find appropriate solutions.

Multitasking: Ability to manage multiple tasks simultaneously while maintaining attention to detail.

Computer Proficiency: Familiarity with computer systems, relevant software, and data entry

Patience and Empathy: Ability to remain patient, empathetic and calm under pressure or during challenging interactions.

Pay: From ₹12,000.00 per month

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Call center: 1 year (required)
- tele sales: 1 year (required)
- total work: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

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